Complaints
This profile includes complaints for Ed Napleton Automotive Group's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 723 total complaints in the last 3 years.
- 214 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:07/18/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a 2019 ******* Elantra in February 2022 from Napletons ****************. They also sold me a warranty. 4 months later 2 service lights came on. I contacted the warranty (assurance) and they advised I have to take back to the dealership where I got it from, or the dealership can call them to let them know they cant fix it. Ive contacted the dealership several times spoke with different people including managers and nothing been done. I went to dealership asked if we can call together I was told no corporate have to call or send email. Then, finally a rep told me I have to go to ******* dealership to get diagnosis which I did sadly paid $470 and nothing still wasnt done.Im not sure if the dealership and warranty company is in on something together but Ive been dealing with this issue for two months. This is so stressful and unfair that they dont even care to assist. Im sure Im not the first person they sold this Warranty to so Im not understanding why everyone at the dealership is so incoherent to what needs to be done.
Business Response
Date: 07/20/2022
In assisting ********************, it was noticed that some of her concerns were electrical so it was best to move her vehicle to our ******* store as their technicians are more specialized on the ******* brand. Once the car is diagnosed, it will be returned to us and any charges will be submitted to her extended warranty company. The dealership will reach out to her directly to more fully explain the process.Business Response
Date: 07/20/2022
In assisting ********************, it was noticed that some of her concerns were electrical so it was best to move her vehicle to our ******* store as their technicians are more specialized on the ******* brand. Once the car is diagnosed, it will be returned to us and any charges will be submitted to her extended warranty company. The dealership will reach out to her directly to more fully explain the process.Customer Answer
Date: 07/20/2022
Complaint: 17585438
I am rejecting this response because:
When I first called the warranty company they told me I have to take it back to the dealership I purchased from. I contacted the dealership several times. Then rep from there said they cant do anything with issue I would have to take it to a ******* location. I contacted warranty company to advise they said that will be ok but Napleton would have to contact they directly. I then contacted dealership several times again spoke with several different people got several different responses. Then they finally said I have to go get it diagnostic first(which is not what I was told at first) so I took and got diagnosis from a ******* dealership. I had to pay $470. Provided a copy of diagnosis to Moony he said allow 2 days . Still no results and Im out of $470. When all they had to do was reach out to release the car and that way the dealership could have worked directly with the warranty company. There response dont make since because I took the car to ******* dealership and gave them the diagnosis. They are proving my point. There response is I need to take to ******* to get a diagnosis and I did and take diagnosis to them. Even though thats not what I was originally told. Thats why I want a refund of the warranty they sold me. They either have no knowledge of the process or the just dont care. Thats why I want full refund of warranty and they can take the warranty back.Also just call warranty company and spoke with rep * the still show the dealership did not contact them.jw would have corporate and mile look into into it and send over release to **************** all
Sincerely*
*********************************Business Response
Date: 07/27/2022
The vehicle was taken to a non - Napleton ******* store, which is fine however no one has called a claim into the warranty company. We cannot move ahead until a claim is open. We will continue to reach out to ******************** to fully explain the situation.Customer Answer
Date: 08/02/2022
Complaint: 17585438
I am rejecting this response because:
Once again, the incompetence every time I reached out to Napleton Im providing the claim # ********. How else would I know the process. The warranty company is the one keep telling Napleton ***** dealership need to reach out.
Sincerely,
*********************************Business Response
Date: 08/12/2022
******************** has taken the car to a competitive ******* dealership (****) but no one from the store has called a claim into the warranty company. ******************** contacted us for updates, but no shop has called to start a claim. We can not give the go ahead unless someone opens a claim.Customer Answer
Date: 08/20/2022
Complaint: 17585438
I am rejecting this response because:Its amazing how this place can just say whatever, because the last response was saying something different and I proved how they were lying and wrong. All they simply had to was make a phone call and not even be involved per warranty company. I see this is going to be a back and forth thing as usual. At this point it is what it is because its exhausting. Let it be know this dealership and warranty company must be in on some kind of scam. Because if this is warranty company the dealership works with they should know the process and it shouldnt take all this to try and get my car fix through a warranty company they sold to me. This is just a ****** learned. Because at the end of the day they still havent tried to reach out the warranty company with the claim info and diagnosis that was provided which in the beginning they said they didnt have. You all take care and have a good one.
Sincerely,
*********************************Initial Complaint
Date:07/18/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In the fall of 2020 I purchased a vehicle from this dealership. A multi year warranty was also purchased. The vehicle was totaled in January of 2022. Paperwork was filled out at the dealership a few weeks later for a refund on the remaining warranty. I was told I would receive a check by the end of February. I didn't. I called mid March and was told I would receive a check by the end of March. I didn't. I called mid April and was told I would receive a check by the end of the month. I didn't. I called mid May and was told I would receive a check by the end of the month. I didn't. I am tired of the games this dealership is playing. I need help recovering the money they owe me.Business Response
Date: 07/19/2022
A check was issued to the lienholder on 4/05/22. These checks are always issued to the lienholders in these cases. The check to Connex US is attached for your review.Initial Complaint
Date:07/18/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 6/27/22 I sold this dealership a vehicle. At the time of purchase, I was told I would receive the payment for the excess money from the agreed sales price and the payoff amount. On 7/18/22 I found my vehicle listed for sale on dealers website. Since the dealer must have title to vehicle in order to sell it, I am entitled to agreed payment. I have not received payment and cannot get anyone at dealership to solve the issue.Business Response
Date: 07/19/2022
Payment of funds was executed today (7/19/22) and funds were mailed today.Initial Complaint
Date:07/18/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
my husband and I brought a 2015 dodge ram from this dealership in 2016. we started having problems with it. last year in july. we had it towed into the dealership. where it has been sitting up for a year. we have been in continue contact with them. they saying it one thing wrong with the car, then its another thing.then they say they are waiting on parts etc. then they say they don't know what's wrong with it. now fast forward to a week ago. I get call a year later saying that the car is ready. my husband get's there and the car is not ready. now they are saying it might be the engine. my husband talks to a guy name *****. who is so rude and hangs up on my husband to sum it up these guys has had my car for a year saying waitng on parts, to putting in parts and it still not working until now they think it might be the engine. I can't get manager to return calls, or they are in a meeting everytime I called. I just need help. PLEASE.Business Response
Date: 08/10/2022
******************** vehicle was repaired at the end of July and we agreed to cover a large part of the charge under goodwill. If **************** is still in need of anything, she can work with the dealership managers on whatever her concerns are. We're happy to assist in any way possible.Customer Answer
Date: 08/12/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************
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